About
Highly accomplished Techno-Functional Manager with 4+ years of experience in driving digital transformation and end-to-end product delivery across automotive and technology sectors. Proven expertise in bridging business needs with technical solutions, managing cross-functional teams, and optimizing operations to enhance efficiency, boost sales, and improve customer experience. Adept at leveraging Agile methodologies and advanced analytics to deliver scalable, mission-critical applications.
Work
Tata Technologies
|RunOps Manager
Thane, Maharashtra, India
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Summary
Led a 20-member team in managing mission-critical mobility and sales applications for Tata Motors, significantly enhancing platform stability and service reliability.
Highlights
Reduced recurring tickets by 25% through implementing permanent fixes, significantly enhancing platform stability and service reliability.
Developed Grafana and CloudWatch dashboards, enabling proactive system and API monitoring to prevent outages.
Enhanced application security with MFA and Captcha, and boosted sales forecast accuracy by 60–65% via opportunity deduplication.
Delivered AI-powered service application Proof-of-Concepts (POCs) using Digipin, ensuring precise customer location capture for improved service delivery.
Tata Technologies
|Project Manager
Thane, Maharashtra, India
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Summary
Managed the full lifecycle delivery of a Channel Partner Service App, achieving high user adoption and enabling efficient service computation.
Highlights
Managed end-to-end delivery of a Channel Partner Service App, achieving 95% user adoption and enabling TAT computation for 70–75% of workshop services.
Formulated comprehensive cutover plans and executed nationwide staff training, ensuring smooth app rollout and effective change management.
Published weekly risk and blocker reports, proactively resolving dependencies to ensure successful sprint completion and project timelines.
Tata Technologies
|Senior Business Analyst / Team Lead
Thane, Maharashtra, India
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Summary
Led critical API migration and system integrations within Siebel CRM, significantly improving performance and customer engagement.
Highlights
Led the migration from SOAP to REST APIs within Siebel CRM, integrating Apache Solr and improving API performance by 70–80%.
Oversaw the integration of a loyalty engine, successfully boosting customer engagement and enabling new point rewards.
Liaised effectively with business, QA, and IT teams, preparing detailed Business Requirements Documents (BRDs) and Functional Requirements Documents (FRDs), and supporting User Acceptance Testing (UAT) and production delivery.
Tata Technologies
|Business Analyst
Thane, Maharashtra, India
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Summary
Contributed to the development and rollout of the “Cx Re-Imagine” platform, significantly impacting online vehicle sales for Tata Motors.
Highlights
Enabled online vehicle purchases with finance, doorstep test drives, and vehicle service management on the “Cx Re-Imagine” platform, contributing to 10% of Tata Motors’ total vehicle sales.
Collaborated within an Agile team of 25, performing comprehensive requirements gathering, user testing, and backend integration.
Developed comprehensive documentation and coordinated with business and QA teams, facilitating successful platform rollout.
Credence Resource Management
|Customer Service Executive
Thane, Maharashtra, India
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Summary
Provided customer service and debt recovery for US clients, resolving queries and improving collection rates.
Highlights
Delivered comprehensive customer service and collections for US clients (AT&T, DirecTV), effectively resolving queries.
Improved debt recovery outcomes through skilled negotiation and adherence to collection protocols.
Maintained high standards of customer satisfaction while managing sensitive financial interactions.
STM Engineers
|Sales and Marketing Executive
Thane, Maharashtra, India
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Summary
Drove B2B sales and marketing for industrial products, focusing on client acquisition and satisfaction.
Highlights
Drove B2B sales and marketing initiatives for Industry 2.0 workstations and lean management products.
Focused on business client acquisition, cultivating relationships to expand market reach.
Ensured high levels of business client satisfaction through effective product promotion and support.
Amazon Development Center
|Customer Service Associate
Thane, Maharashtra, India
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Summary
Provided voice-based support for high-value electronic products, ensuring exceptional customer satisfaction.
Highlights
Provided voice-based customer support for high-value electronic products in a fast-paced environment.
Ensured top-notch customer satisfaction by efficiently resolving product-related inquiries and issues.
Managed a high volume of customer interactions while maintaining quality service standards.
Education
Indira School Of Business Studies
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MBA / PGDM
Marketing
Grade: 7.5/10
RTM Nagpur University
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B.Tech
Mechanical Engineering
Grade: 65.72%
Languages
English
Hindi
Marathi
Skills
Business Analysis
Requirements Gathering, BRD, FRD, UAT Coordination, Product Backlog Grooming.
Project Management
Agile, Scrum, Project Leadership, Sprint Completion, Cutover Planning.
Technical Leadership
Team Leadership, API Integration, Technical Architecture, SOAP to REST Migration, Performance Optimization, Production Support.
Stakeholder Management
Stakeholder Engagement, Liaison, Cross-functional Collaboration, Change Management.
Tools & Technologies
Jira, Oracle Siebel CRM/DMS, Apache Solr, SQL Developer, Python, Grafana, SQL, CloudWatch.
Documentation
BRD, FRD, Cutover Planning, SOPs.